Day light ******* and poor service.

Can someone please explain to me how I am being charged a full month for 13th days of service. I made a payment of R399 on the 18th December and on the 2nd January 2024 my services have been disconnected. I start receiving SMSs and emails requesting that I make another payment. When I contacted the WhatsApp channel on the 1st January, I was assured by a consultant, Koketso B that I will not be disconnected. Today, the 3rd January I speak to a consultant, Sibusiso N and I am requested to make another payment of R399. Not even requested, being told I have to make a payment to be reconnected. How does that even make sense, being asked to make another full payment? I have a payment for a service I am not receiving.